Refunds

Tickets, passes and delay repay

If you no longer need your season ticket you may be able to claim a refund for the outstanding validity, less an administration charge.

Refunds are not available for cash fares paid or for nbus or nnetwork season tickets valid for less than four weeks, or for travel tickets that have been purchased as a result to delays of the postal service.

Season Tickets must have been valid for a minimum of 28 days with at least 7 days validity remaining. 90% of the outstanding validity of the ticket will be refunded, calculated from when the West Midlands Combined Authority receives the ticket back, whichever is later, less a £5.50 administration charge.

Season tickets are sold at a discounted rate. 90%, of the outstanding value of the ticket, takes into account the discounted travel you have benefited from by holding a season ticket instead of buying day or week tickets. This means the refund will not be the exact remaining value of your pass

For tickets issued on a Swift card you can apply for a refund as long as you have registered your Swift Card to an online Swift Account. Cards that have not been registered will not be entitled to a refund.

Season Tickets must have been valid for a minimum of 28 days with at least 7 days validity remaining. 90% of the outstanding validity of the ticket will be refunded, calculated from the date West Midlands Combined Authority is notified or the day after the last use of the Product, whichever is later, less a £5.50 administration charge.

Season tickets are sold at a discounted rate. 90%, of the outstanding value of the ticket, takes into account the discounted travel you have benefited from by holding a season ticket instead of buying day or week tickets. This means the refund will not be the exact remaining value of your pass. Swift cards will be blocked so you’ll need to get a new card when you buy your next ticket.

To get a refund please call Swift Support on 0345 075 6006.

Tickets on Direct Debit

For tickets bought through the Direct Debit Scheme, refunds are not available – you must give at least one month’s notice by telephone, email or in writing of your intention to cease Direct Debit payments. Click here to see our Direct Debit terms and conditions or call 0345 303 6760 for further details.

Tickets on Corporate Travel Scheme

If you’re a member of the West Midlands Combined Authority Corporate Travel Scheme, please call 0345 303 6760 for further details of how you may claim a refund on your ticket. Click here for terms and conditions.

For tickets obtained through the National Express Corporate Travel Scheme, please call 0121 254 6363 for further details

You can apply for a refund on an ntrain season ticket valid for seven days or more, as long as your ticket still has at least seven days validity remaining or three days for seven day season tickets.

The outstanding validity of the ticket will be refunded and is calculated from the date we receive the ticket less an administration fee.

Tickets bought at the station - you can apply for a refund at the station you bought the ticket from or write to: London Midland Refunds, PO Box 4323, Birmingham B2 4JB.

Tickets bought online at westmidlandsrailway.co.uk – please log on to your online account and fill in the relevant form and send it back to London Midland Refunds, The Business Park, Laurencekirk, Aberdeenshire, AB30 1AJ.

Tickets bought online at networkwestmidlands.com - please write to: The Ticketing Delivery Team, 16 Summer Lane, Birmingham B19 3SD and tell us which ticket you bought, including the start and end dates and the payee details or call 0345 303 6760 for more information.

Tickets on Direct Debit

For tickets bought through the Direct Debit Scheme, refunds are not available – you must give at least one month’s notice by telephone, email or in writing of your intention to cease Direct Debit payments. Click here to see our Direct Debit terms and conditions or call 0345 303 6760 for further details.

Tickets on Corporate Travel Scheme

If you’re a member of the West Midlands Combined Authority Corporate Travel Scheme, please call 0345 303 6760 for further details of how you may claim a refund on your ticket. Click here for terms and conditions.

For more details visit the West Midlands Railway website or call 0344 811 0133 or from a mobile 0121 634 2040.

If you require a refund on an operator's own season ticket, please contact the operator directly.

Tickets on Swift

For tickets issued on a Swift card you can apply for a refund as long as you have registered your Swift Card to an online Swift Account. Cards that have not been registered will not be entitled to a refund.

The ticket must have been valid for four weeks or more and have at least seven days validity remaining.

The outstanding validity of the ticket will be refunded, calculated from the date of notification or the day after the last use of the ticket, whichever is later, less an administration charge. Swift cards will be blocked so you’ll need to get a new card when you buy your next ticket.

To apply for a refund of Swift Pay As You Go credit your Swift Card must have been registered to an online Swift Account. Cards that have not been registered will not be entitled to a refund.

Any remaining credit will be refunded calculated from the balance as of the day of notification or the day after the last use of the credit, whichever is later, less an administration charge. Swift cards will be blocked so you’ll need to get a new card if you want to use Pay As You Go again.

The Delay Repay scheme offers compensation to all West Midlands Railway passengers with a valid ticket who are delayed by more than 15 minutes. Delay Repay applies to all journeys and to all ticket types, from daily tickets through to annual season tickets.

Passengers delayed on services between 15 and 59 minutes will receive compensation of 50% of the cost of the affected journey leg. Passengers delayed on services over 60 minutes will receive compensation of 100% of the cost of the affected journey leg. Compensation will normally be paid in National Rail Vouchers.

Compensation must be claimed by completing a Delay Repay Claim Form available at staffed stations or from the West Midlands Railway website. To find out more click here.

If travelling with another train operator, please contact that operator for details of their Passenger's Charter arrangements.

If you forget your season ticket and purchase a daily ticket for your rail journey, you may claim a refund for the cost of these additional tickets.

You are only eligible for two refunds of this type within any 12 month period and an administration fee will be charged for the second claim.

You can apply for the refund at the ticket office where you bought your season ticket.* You must supply your season ticket, photocard, and the additional tickets purchased.

*Please note that does not apply to Travel Shops. To claim this refund you must visit a staffed station with a manned ticket office that sells both single and return train tickets.

If you bought your season ticket online or through the Direct Debit or Corporate Travel Scheme you will need to send the additionally purchased tickets along, with an application form and a photocopy of your original season ticket to: Freepost West Midlands Rail Customer Relations, 2nd Floor 134 Edmund Street, Birmingham B3 2ES or call the Customer Services Team on 0333 311 0039 for more details.

Please note refunds are not available for extra tickets purchased for travel on bus or the Metro.